Payments and transfers

How do I send money to a new payee?

To send money to a person or company for the first time, you'll first need to set up a new payee. You can do this through our App or Online Banking from the ‘Move Money’ screen.

​To set up a new payee, you’ll need:​

• ​the payee's name​
• the payee's sort code (6 digit number)​
• the payee's account number (usually an 8 digit number)​
• the payee's account type – personal or business ​
• the payment amount​
• a payment reference (to help identify the payment)​
• your Digital Secure Key​

The first time you send money to this payee you'll be asked to verify the payment biometrically, or by using your Digital Secure Key password. We'll only ask you this once, and once the payee has been set up and confirmed, you can select them again from your list of existing payees.​

In normal circumstances, the payment should reach the payee straight away, subject to internal checks.

How do I send money to an existing payee?​

Once a payee has been set up you won't need to enter their information again. You just need to select them from your payee list by going to ‘Move Money’ and then 'Existing Payees and My Accounts’.

What is Confirmation of Payee?

'Confirmation of Payee' helps protect our customers from 'authorised push payment scams'. This is where people are tricked into sending money to fraudsters pretending to be someone they're not. As well as protecting you from some types of fraud, it also confirms if you’re sending money to a valid account.

When setting up a new payee or new standing orders, or amending an existing payment you’ll see one of the following messages:

Details matched: The name of the account holder, account type and number, as well as any relevant reference you’ve entered, match those held at the payee’s bank

Close match: The name you’ve entered closely matches the details held at the payee’s bank.

We’ll show you the actual account name if this closely matches, to help you decide whether or not to send the money or edit the details and try again.

Not matched: The name, account type, account number or relevant reference doesn’t match the details on the account.

If the details you enter don’t match, try going back to the person or organisation you're trying to pay to confirm their info. Double check their details before sending any money, as you may not get it back if you send payment to the wrong payee.

The best way to contact them is on the phone, rather than replying to an email. Fraudsters sometimes set up email addresses of the person or small business you’re trying to pay. Use a telephone number from a trusted source or, an official website (if paying a business).

What is Confirmation of Payee >

How do I send money between my first direct accounts?​

You can make a transfer between your first direct accounts, for example, from your savings to your current account, via our Mobile App or Online Banking.​

1. From the ‘Move Money’ screen, choose the account you want to transfer from.​
2. Select ‘Existing Payees and My Accounts’.​
3. Choose the account you wish to transfer to.​
4. Enter the payment amount​

In normal circumstances, your money should be transferred straight away, subject to internal checks.​

How do I send money outside of the UK?

Sending money to a person or business abroad is just as easy as making a payment in the UK. You can send up to £50,000 online or over the telephone, 24 hours a day, 7 days a week, with fees as little as £5.​

​For more information about sending money outside the UK visit our International Payments page.​

I think I’ve made a mistake with my payment​

Once you've made a payment, unfortunately it can’t be cancelled. However, you can cancel or amend a standing order or Direct Debit.  In the App this is in the ‘Move Money’ tab, in Online Banking it’s in ‘Manage Money' and then 'Regular Payments’.​​

​If you think you’ve made a mistake or something doesn’t feel right, please chat with us in the App or message us.